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Business Profile

Billing Services

Member Solutions

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 35 total complaints in the last 3 years.
  • 14 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/12/2024

    Type:Customer Service Issues
    Status:
    UnansweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Repeated texts and phone calls regarding collection for someone with the last name ****** Although I have tried repeatedly to explain this is not me, they're using my phone number to repeatedly harass multiple times per day.
  • Initial Complaint

    Date:09/03/2024

    Type:Order Issues
    Status:
    UnansweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I entered into a contract with a local MMA gym 07/16/2021. I was unaware the contract auto-renews every year. The membership is managed by Member Solutions aka Youbill. I tried to cancel my membership 08/2024 and learned I have to do so through Member Solutions. I was provided a telephone number and when I reached out I was informed the only two options I have are 1. Medical disability or 2. Move more than 35 miles away. I reviewed the contract I signed and applicable Arizona laws. The contract is not compliant with revisions made to Arizona Revised Statute ******* under HB 2697 which took effect April 28, 2021. I wrote a formal request to Member Solutions outlining the ways their contract is not in compliance with state law, therefore non-enforceable, and demanding the immediate cancellation of my membership. They have refused to acknowledge and grant my request.
  • Initial Complaint

    Date:08/19/2024

    Type:Billing Issues
    Status:
    UnansweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Business charged a late fee after they chose to personally freeze the account while it was under investigation for closure. They have relayed that they will not remove the late fees from the account and will not take any responsibility for their mistake. I have asked on numerous occasions to speak with someone and have yet to receive a phone call back.
  • Initial Complaint

    Date:08/07/2024

    Type:Billing Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    1) Member solutions account page clearly states the policy would not renew and renewal data is N/A.2) I called on 8/7/24 to confirm and remove my credit card from file. Was told my policy was renewing on 9/4/24 and that a letter was sent. I never received a renewal letter and never expected I had to cancel as my online account information stated "No" under renewal.3) Member Solutions is stating even though it is 28 days until the term starts, membership can not be cancelled. The practice of "reverse permission" (only contact if you want to cancel) is predatory and designed specifically to auto-renew customers who have no intention of doing so. Also, only postmaster mail is sent and no emails. Why? A documented email with dates sounds like it would be best practice to insure customers truly are getting renewal information.

    Customer Answer

    Date: 08/08/2024

    Member Solutions reached out to me today and cancelled my subscription. I'm not sure how to close the complaint, but I am considering the matter resolved.
  • Initial Complaint

    Date:07/01/2024

    Type:Billing Issues
    Status:
    UnansweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    First the company set up 2 accounts for me, which resulted in me being double billed. I called in, they cancelled one account, said they couldnt move the double payment to the other account, and told me to stop payment on the double payment. I did. This resulted in some issue where now they havent been taking out my payments for over a year. I finally noticed - they never notified anyone - neither me, nor the owner of the ************** that pays them to handle memberships and payments. Their website showed 0 past due for me, but in another location said I owed $850. I went ahead and paid the $850. After paying - a new balance showed up of 160. That is fine, I likely owe that, but all I have been trying to get out of them is an invoice. I just want to know what charges occurred for what dates. They are unable or unwilling to provide this after multiple phone calls. I just need an actual accounting of what I owe!!
  • Initial Complaint

    Date:05/01/2024

    Type:Order Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We had a contract with pro taekwondo for 1 year from March 2023 to March 2024. When I called to find out how to stop the auto pay since we were no longer going to continue going there, I am told I have to continue paying until July because that is when they started to charge me. I have requested to speak with a manager numerous times through phone calls and email to better understand why this happened to no avail. They continue to harass me for payment but a manager can't get the phone and reach out to a customer. I reached out to master **** from pro taekwondo but she said they have nothing to do with this matter that's why they pay a company.

    Business Response

    Date: 05/29/2024

    Good morning,

    We have received a letter regarding the account for the ************************ for ************************* with Pro Taekwondo,Inc.
    Member Solutions was hired by ******************* as a third-party billing to manage membership contracts, along with processing payments for all members that attend facilities/gyms/martial art studios etc. This allows members to make payments for their services as well as have a clear record of all activities.
    **************** signed up for a 12-month membership, to begin from March of 2023, to end in March of 2024, with the first scheduled payment supposed to be on April 05th,2023. **************** had not signed up for an auto renewal to take place, so membership was to close in March of 2024.
    Although.****************** membership was to begin in March of 2023, the first payment was scheduled for July, of 2023, and is to complete a total of 12 payments. Since the first payment was scheduled 04 months after the membership start date, the final payment was scheduled for *** of 2024, (two months after the membership end date).
    Due to this fact, ****************, refuses to make the final three payments on his membership,as he states it is not his fault that the scheduled payments were not in order,and that he had paid as he should have and requested in February of 2024, that the automatic withdrawals be disabled on his account It was done so accordingly. We have since been in touch with ****************** on how to proceed, as is awaiting a response, with the last follow-up been made on *** 23rd.
    **************** currently has a past due on his account for March, April and *** of 2024 along with late fees, which we would be more than happy to take care of for him, if he would make the principal payment on his membership. **************** was contacted again on *** 24th, to let him know this arrangement, and that we could organize a payment arrangement if it is more convenient. We could not reach ****************; however, we did leave a voicemail. We have not received any communication since then.

    Thank you,
    *****
  • Initial Complaint

    Date:03/23/2024

    Type:Billing Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The primary issue is with the billing company making it impossible to cancel the contract. A mixed martial arts gym I was a member of since ************************************************************************************************** moving 25 miles or more away from the facility, denies the cancellation. I have made multiple attempts throughout the months and some of their information provided that you are supposed to use to send the information to is invalid, such as the fax number. They make alterations to their acceptance policy, using criteria that is outside of the contract's provided discretion. I have tried for over 2 months to get into contact with a manager and I am always told that they have put in a "request" and to "wait" but they allow the billing cycles to pass. Nothing has been sent to collections but there may be a possibility of that happening and I do not want to be in that predicament. They "require" that I provide utility and housing forms with my name on it and new address, but I do not pay the bills where I moved to, so my name won't be on the utility statements or mortgage payments, etc... I told them this information and all that was said was sorry you signed a contract, no alternatives were presented.

    Business Response

    Date: 04/23/2024

    Good afternoon,

    We have received a letter regarding the account for the ************************ for ******************************* with ******************* of ******* Arts.
    Member Solutions was hired by ******************* of ******* Arts, as a third-party billing to manage membership contracts, along with processing payments for all members that attend facilities/gyms/martial art studios etc. This allows members to make payments for their services as well as have a clear record of all payment activities, overtime.
    ****************** has signed up with ******************* of ******* Arts for a fixed duration,i.e. Term Membership. For  a term membership to be cancelled, we would require one of the three following reasons Relocation : A relocation form would need to be filled out, attached with a minimum of two proofs of move that show Mr. ******** name, the new address and coinciding dates,Medical Disability : A medical form would need to be filled out, to confirm medical disability, Military deployment : A relocation form would need to be filled out, attached with the letter of deployment and two proofs of move.
    ****************** initially called Member Solutions, requesting to cancel his membership on January 29th,2024.Accordingly, ****************** was held to term of his agreement. ****************** was not pleased with this and did dispute the payment made on January 25th,2024.
    ****************** then called to request cancellation again on February 20th ,2024,stating that he had moved due to law school and is unable to send in proof but requested the relocation form to be sent out to him.
    The relocation form that was initially filled out, along with the two proofs that were submitted were denied, as both proofs (The Driver's license and the Voters registration) were not newly issued, Due to this, additional, proof was requested of ******************. Member Solutions then received A Billing Statement,and the driver's license once more. A response was then sent to ****************** letting him know that the Billing Statement was accepted, and that yet we would still require one more proof of move. No correspondence from ****************** was received afterwards and his account for his ************************ with ******************* of ******* Arts remains active.

    Sincerely,
    *****
  • Initial Complaint

    Date:10/30/2023

    Type:Billing Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    tried to cancel member ship in july of 2023 filed a cancelation with a relocation questionnaire that the company asked for. Provided all necessary information for them that they asked for on their relocation questionnaire. Relocation questionnaire did not ask for all documents to provide new address on all documents. Company has provided no assistance in canceling even though I have provided all necessary documentation such as my mortgage, vehicle registration, and insurance.

    Business Response

    Date: 11/27/2023

    Member Solutions is the billing company hired by ***************** to administer billing agreement terms which allows customers to pay for services over time. This is including but not limited to handling all membership cancellations outlined on the membership agreement.  

    *********************************** began billing through Member Solutions on 12/23/2020 for an initial term of 12 months with automatic renewals for 12 month periods.  ********************** first contacted Member Solutions to cancel his agreement due to relocation on 7/25/2023 at which time the relocation questioner was emailed to him to complete and the supporting documentation requested.  ********************** could not provide documentation to support his new address. Documentation that's accepted include; 

    New driver's license / State Issued ID
    Pay stub / check from new company
    showing address
    Phone bill (analog lines only,
    excluding cell phones)
    Utility bill (water, gas or electric)
    Cable bill / Internet Bill
    Copy of new lease / mortgage /
    homeowner deed / property tax statement
    New employer acceptance letter
    College / University Housing or Dorm
    Military Orders with reporting date
    Court Letters / Change of Custody
    Documentation
    Auto Insurance and Auto Registration
    combined
    W2 Tax Form with new address
    Voter registration card w/ new address

    Member Solutions does require that two proofs of move be submitted when requesting to cancel due to relocation.  On November 15th 2023 ************************** account was turned over to ***** ****** ******** for Collection due to non payment.  At this time Member Solutions no longer services this account.  Any further inquiries are to be directed to *** at ************.

    Sincerely,

    *****

    Customer Answer

    Date: 11/27/2023

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]



     Complaint: ********



    I am rejecting this response because: Both my mortgage statement, and auto registration/Insurance combined were attached to the relocation form. I even went further and provided documentation via google maps showing new distances to and from old address, and to and from new address. 


    Regards,



    ******** *****************







     
  • Initial Complaint

    Date:09/13/2023

    Type:Billing Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This company is terrible. I contacted Member Solutions regard canceling my account. I completed the relocation packet and submitted the requested documents as told. Per the paperwork, I would hear back in 3-5 business days. Member Solutions confirmed receipt on September 5th. I contacted the contacted the company via email and by phone to inquire about the status of the cancellation. I also told them that I have not attended any classes since due to relocation. Each time I call, I get a representative who says my request is being reviewed. At the same time, the company is attempting to take payments from my account. I called today and the same thing is being said, I will hear something soon.

    Customer Answer

    Date: 09/13/2023

    Good evening,

    Thank you for your prompt call to action. This issue has been resolved by the company. 

    Business Response

    Date: 09/18/2023

    Hello,

    Member Solutions is the billing company hired by ********************************* to administer the billing agreement terms which allow customers to pay for services over time. This includes but is not limited to handling all cancellations as outlined in the membership agreement.

    Rosalinds membership was a term membership with payments due every two weeks. Until cancellation is verified and approved, payments are due on scheduled due dates. We received Rosalinds cancellation request and proof of move documents on 9/5/2023. After a payment was attempted on 9/12/2023, a response was sent on 9/13/2023, to ********, confirming the cancellation was approved due to relocation. We apologize to ******** for any inconvenience caused by the delay in processing the cancellation. Please be aware that the payment attempt on 9/12/2023 was unsuccessful.

    At this time, ********************** account is closed and canceled with no outstanding balance due.

    Sincerely,

    ****

  • Initial Complaint

    Date:08/04/2023

    Type:Order Issues
    Status:
    ResolvedMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I've been attempting to cancel my services with ********* ************* since April of this year because I needed to move to Chicago, IL for some time to live in with my dad and help with his cancer treatment schedule. I called on May 16th, and was told to fill out a relocation form stating I'd moved greater than 25 miles away or a medical disclosure form stating I'd be out of commission for 6 months or longer. During this week, I was laid off from work and they don't have a provision for that. What gym management told me was entirely different from what customer service had said about the cancellation process. I moved to Chicago the week of May 29th and completed the form, providing a utility bill and lease agreement. I was charged $149.99 on June 15th and received an email on June 20th saying my cancellation was denied due to the following reasons: The Utility Bill is not in your name and the start date on the lease is September 2021. The other forms of verification were not available to me. I called on July 13th to explain my current housing situation and that I was no longer in the state and was told someone would reach out to me. When no one did, I called the following day and was told while the situation was unfortunate, nothing could be done. I requested the medical form since I had hurt myself a month prior. Having no insurance when I returned to Georgia the week of July 23rd, I was evaluated at a clinic and confirmed to have tendonitis in my right shoulder and a left hamstring tear requiring rest. I had the form signed by the physicians that saw me and sent it in. On July 31st, I received an email stating cancellation was denied due to the following reason: The form was signed by a NP. Our form must be completed and signed by a Medical Doctor (M.D.). Never once was it mentioned that a specific type of physician had to sign the form and I'm certain an NP or PA can certify for all medical conditions within their scope of practice after a physical evaluation.

    Business Response

    Date: 08/09/2023

    Hello,

    Member Solutions is the billing company hired by ********* *** ******* to administer the billing agreement terms which allow customers to pay for services over time. This includes but is not limited to handling all cancellations as outlined in the membership agreement.

    **. ******** membership was for a one-year term, to be paid off in eleven monthly installments to Member Solutions, which began billing on 9/15/2022.
    **. ******** membership is able to be canceled due to relocation or disability and he is correct regarding his requests to cancel due to relocation and disability being denied.

    At this time, **. ******** membership has been canceled and Member Solutions is no longer servicing **. ******** account.

    Sincerely,

    ****

    Customer Answer

    Date: 08/19/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

    Regards,

    ***** *******

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